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Jun 29, 2008
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Treat others the way you want to be treated or...
A speaker recently made a very important point. He said that there is an old saying that we should treat others the way we want to be treated. He said when it comes to the customers it is WRONG !
We assume that customers want to be treated as we ourselves to be treated and decide how to treat them. Customers think differently. They have a different mind when it comes to being treated by their vendors, suppliers, sellers. We often ignore this and continue to make mistakes.
Some companies engage in Customer Loyalty Surveys to find out the 'Needs and Wants' of the customers and try and get to know what they actually WANT i.e. how they would like to be treated.
Some others form Customer Forums and ask feedback about the Treatment they received from the company and how to improve them or about the product or service enhancement or augmentation they desire.
While most customer services programs thrive on the titles like ' voice of the customer', 'moments of truth' and examples of exemplary services most customers tend to get mundane/ routine services they either dislike or are looking for alternative options to move on..
Within a company providing services there is a section of Sales People who are customer facing - they are burdened with closure of sale, volume and profit growth and retention of the profitable customers. There is another set of people who are in the back rooms of the company making the delivery of the promise by the Sales teams possible. There are now variabilised service providers like customer service call centres and others who may or may not live the delivery promise much less know what the customers truly WANT..
In my career, I found three HR Heads who each left behind one Key Learning with me. The first one was an Ex-Harvard Professor and MD of my company and in the times when it was a Personnel department and not yet HR in late 70's he left behind the learning of being 'Humane' . It was this learning which made me turn to customers to treat as Human beings first and Customer later. Think about this. All customers are Humans first and we tend to think of them as 'Customer First'.
The Second HR Head left behind a cliche' he would often use. ' Attitude decides the Altitude you would scale and I would recruit a person with a Positive Attitude first if all other things are equal'. How true ! Positive Attitude First. I am sure, any customer would prefer such a person first.
The Third HR Head left behind another phrase he often quoted ' It's all in the TREATMENT - how you treat a lady; like a lady or a flower'. He would go on to say that he would closely observe while recruiting and thereafter how does a person Treat others especially the Customer facing person.
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Sales Prevention
Sales prevention - the act of preventing; "there was no bar against leaving"; "money was allocated to study the cause and prevention of influenza"
averting - the act of preventing something from occurring; "averting danger was his responsibility"
debarment - the act of prevention by legal means; "they achieved his debarment from holding public office"
disqualification - the act of preventing someone from participating by finding them unqualified
interception
- the act of intercepting; preventing something from proceeding or
arriving; "he resorted to the interception of his daughter's letters";
"he claimed that the interception of one missile by another would be
impossible"
non-proliferation, nonproliferation
- the prevention of something increasing or spreading (especially the
prevention of an increase in the number of countries possessing nuclear
weapons); "they protested that the nonproliferation treaty was just a
plot to maintain the hegemony of those who already had nuclear
weapons"; "nuclear disarmament and nonproliferation are closely related
goals"
forestalling, obviation, preclusion - the act of preventing something by anticipating and disposing of it effectively
prophylaxis - the prevention of disease
save
- (sports) the act of preventing the opposition from scoring; "the
goalie made a brilliant save"; "the relief pitcher got credit for a
save"
crushing, quelling, stifling, suppression
- forceful prevention; putting down by power or authority; "the
suppression of heresy"; "the quelling of the rebellion"; "the stifling
of all dissent"
Do you have a Sales Prevention Department in your company?
Do you have a Sales Prevention Department in your company?
Click on the link to read the article. I enjoyed this.
Continue reading "Do you have a Sales Prevention Department in your company?" »
If the Customer is the King, we should be loyal to him, not He !
100% customer satisfaction after every transaction is therefore is a MUST.
- "The employees here treat me as an individual."
- "They look me right in the eye when they talk to me."
- "Once they meet you, they call you by your name from then on."
- "They always seem glad to see me."
- "They always have time for me; I never feel rushed."
- "Employees here give me the impression they can personally address any problem I may have."
- "These folks are very interested in my opinion about what kind of job they are doing and how they can make things better."
- "I've actually seen how my opinion makes a difference here...they don't just listen, they act."
- "No matter who I talk to, I'm treated with the same respect and courtesy."
- "These people really seem to enjoy what they're doing!"
Customer Loyalty
I liked this article on Customer Loyalty
Jun 15, 2008
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Jun 01, 2008
The Contrarian View Point
Wonderful book.
May 31, 2008
Walk the World for Hunger- Bangalore 1st June 2008
We begin the Walk from 82/1, Richmond Road, Richmond Town, Bangalore ( TNT) upto Cubbon Park.
The Walk begins at 8 AM. Welcome.